AirAsia Flights: Mishandled Baggage And Lost Items: How To Deal With It?

Damaged Baggage or Baggage Content

 

Damaged Baggage Content 

To avoid any possible damages to the items contained in your checked baggage in the first place, kindly be aware of the things you are not allowed to have in your check in baggage here . 

Please also read on our guideline to travel with fragile items here. 

If you find that the items in your checked baggage were damaged, please approach the baggage office to report the damage and our staff will attend to your complaint.


 

Damaged Baggage

You should immediately approach one of our friendly guest service officers BEFORE you leave the airport. Details of the damage to your baggage will be recorded and you will be offered immediate assistance, if necessary.

Please note that we will not be responsible for:
 

1. Damage to accessories and wear and tear may not be covered by us. 
2. If your bag is damaged or delayed as a result of over-packing or unsuitable packaging, our liability will be reduced. 

To avoid any unpleasant experience or further inconvenience during your trip, we would strongly recommend you to obtain adequate travel insurance cover before you fly.
 
If you have purchased the Tune Protect Travel AirAsia, you may submit all the documents for a possible claim. For more information on your coverages, please visit https://www.tuneprotect.com/airasia/en/claim/tune-protect-travel-insurance-by-airasia-malaysia-en/ and select your departure country. 

Pilferage Baggage

Kindly approach our guest service immediately before you leave the airport. Details of the pilferage incident involving your baggage will be recorded for further investigation. 

Upon reporting the pilferage of your baggage, you will receive a Property Irregularity Report (PIR) form to fill out. Once you have completed the form, a PIR number will be provided to you. Our staff from the Central Baggage Tracing Office will then be in touch with you to provide updates regarding the progress of your case.



Items Accidentally Left Behind

Please be informed that airport security at the screening and check point are not AirAsia staff, items left at the checkpoint would be kept under their possession and they would not hand over to AirAsia. Guests are advised to proceed to the Airport security office to obtain whereabouts of the items left behind.
 
Items that were confiscated or removed due to security issues or for non compliance would not be returned.
 
If you misplaced your handphone onboard, please approach the lost property offices at the respective airports. Any items found at the airport terminal will be handed over to the airport authorities.
 
We do not accept any responsibility for personal belongings misplaced or lost onboard the aircraft or in the airport terminal. All items carried by you are solely at your own risk.  

All items carried by you are solely at your own risk. Any items found on board will be forwarded to the lost property offices at the respective airports. Any items found at the airport terminal will be handed over to the airport authorities.



Delayed Baggage

Why does it happen? -  It could be that your baggage was not loaded onto the flight you just took, normally due to safety or technical considerations.

What you should do? 

Step 1-  As soon as baggage stops coming through the carousel, you should immediately approach one of our friendly guest service officers 

Step 2-  Provide them with your booking number or baggage tag that was given to you at the time of check-in to enable them to track your baggage. 

Step 3- A Property Irregularity Report (PIR) form will be given to you and upon completion, you will be given a PIR number. 

If your baggage is found, a delivery arrangement to your local address provided in the PIR form will be made as and when it arrives. 

If you wish to file a claim or an action regarding delay of checked baggage, you must notify us within twenty-one (21) calendar days from the date the baggage has been placed at your disposal.
 
Alternatively, you can have your letter posted or delivered to us within the above period. Please address your letter to the Central Baggage Tracing Office, followed by the address of the airport which you flew from.



Missing Baggage

Your baggage will be declared missing after a period of 7 calendar days for Domestic travel, and 14 calendar days for International travel, from the date when the PIR is lodged. In this situation, you will need to prepare the following documents:-
 

1.  Copy of guest passport / ID
2. Copy of guest bank book / statement
3. SWIFT/BCB/IBN code (for international transaction)
4. An authorisation letter for 3rd party account (if necessary)
5. Copy of 3rd party passport / ID (if necessary)

You will be contacted by our Central Baggage Tracing Office staff for further action.


The following contact details are for missing Baggage Enquiries only. No other enquiries will be dealt with at these numbers :

Kuala Lumpur (KUL) Central Baggage Tracing Office AirAsia Berhad / AirAsia X Berhad Level 2, Terminal KLIA2, KL International Airport, Jalan KLIA2, 64000 KLIA, Selangor Darul Ehsan Tel: [phone] Email: [e-mail]	Don Mueang (DMK) Central Baggage Tracing Office Thai AirAsia Co., Ltd. No.222 Don Mueang International Airport 3rd floor Central Office Building Room No. 3200, Vibhavadi Rangsit Road, Sanambin, Don Mueang, Bangkok 10210 Tel: + 662 562 5869 (International Flights)          [phone] (Domestic Flights) Email: [e-mail]
Manila (MNL) Central Baggage Tracing Office Philippines AirAsia  Manila Domestic Airport Terminal 4, Pasay City, Philippines Tel: [phone] Email: [e-mail]	Jakarta (CGK) Central Baggage Tracing Office Indonesia AirAsia Arrival Hall, Terminal 2E Soekarno-Hatta International Airport Tangerang, Banten, Indonesia Tel: [phone] Email: [e-mail]
Bangalore (BLR) Central Baggage Tracing Office AirAsia India  AirAsia sales office, Counter no 16 Kempegowda International Airport Devanhalli, Bangalore 560300. India

Further Assistance

For any further assistance on your Mishandled Baggage and Lost Items, Chat with Bo now on airasia.com, AirAsia MOVE app or support page by following the steps below:

1. Chat with Bo and Click on ‘Travel’.
2. Choose ‘AirAsia Flights’.
3. Choose category under 'Feedback' and select 'Complaint'. 
4. Select the flight related to mishandled baggage or lost items.

Click on 'After Travel Experience' and select from the list of options according to your specific concern or issue.

Baggage Status
 

If you do experience mishandled baggage or lost items, and have filed a report, you will receive notification via AirAsia MOVE app* on the baggage status.

*Please ensure to allow notifications from AirAsia MOVE app
 

You may also check the status of your baggage via app inbox by following these steps:
 

1. Launch AirAsia MOVE app
2. Click on the bell icon on the top-right-corner 
3. You can see the notification of your baggage status under “All” tab

1.